I used this virtual tax site for my taxes for two years without incident, but the third year (tax year 2023) the customer service individual repeatedly denied having submitted my 2022 taxes (or even having access to my return, which I had just uploaded for them) after my preparer found a discrepancy that might cause me trouble in the future. The customer service person was less than empathetic and frankly passive-aggressive, maintaining that it never happened. I had the submission email, but had had to check about acceptance on the IRS site itself. She wouldn't let me speak to a supervisor. Edit: Having had a chance to cool off, and as a former customer service rep of many years, I want to note that the nastiness and the unhappy review could have been avoided with a response like "I'm sorry, but we can't access your previous preparer and aren't allowed to re-analyze prior year returns." I didn't *want* to hear that, but I was *prepared* to hear it. Note that this is much preferable to gaslighting a client by insisting "We never submitted an accepted return, so we cannot help you" when you have a submission confirmation and checked the acceptance yourself. What insulted and enraged me was the insistence that what happened didn't happen and that I was basically lying. I've amended this twice now, because my preparer, Alla, was great and never gave up on helping me even after I slammed the virtual door on the snippy customer service person. She went over lines with me line-by-line that I didn't understand.
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